Bertha Vargas - Hotel Shopping Network

Transcripción

11/7/2008 6:40:00 AM (Mountain Time)
Acqualina Resort & Spa Miami
Prepared for:
Property: Acqualina Resort & Spa Miami
Bertha Vargas,
You were just network "shopped." The results of this shop are summarized in the graph below. The
individual factors incorporated in the shop, as well as our comments and suggestions, are detailed on
the following pages. Please realize that you receive shop calls plus this feedback to SUPPORT YOU
in achieving more sales of guestrooms, suites, and hotel services. We encourage you to apply this
information in your next call!
The Percentage You Scored in Each Category, plus Your Overall Score
100
100
90
80
80
72
60
60
50
48
Percentage
70
40
30
20
10
0
Opening
Probing
Supporting
Closing
Overall
An overall score of 85% or better is required to "capture" the revenue represented in this shop call. Your
overall score was below that level. Do not be discouraged. Use this information to help you make
improvements in your sales structure and skills. Good Luck!
Questions? Call 888.357.2879 to personally discuss this shop with your Hotel Shopping Network Consultant.
Bertha Vargas -- Page 1 of 6
11/7/2008 6:40:00 AM (Mountain Time)
Prepared for:
Acqualina Resort & Spa Miami
Property: Acqualina Resort & Spa Miami
Sales Person:
Bertha Vargas
Rings into Hotel: 1
Put On-Hold
Number of times: Total Duration:
1
Rings into Sales: 1
00:36
Market Segment: International Travel
Caller's Name: Jessica Parker - Executive Secretary
Attendees: 10
Organization: Attorneys at Law
Arrival Date: 1/5/2009
Function: International Travel
Decision Date: 11/19/2008
Flexibility: No
Competition: Trump International
Space Requirements: Jessica Parker
Walton Lantaff Schroeder & Carson Attorneys at Law
9350 Financial Centre 10th Floor
Miami, Florida 33156-2900
305-671-1500 (B) 305-670-7082 (F)
[email protected]
Budget: None
Method of reserving: Rooming list
Method of payment: Master account
Decision maker: Caller
Overnight Needs: 8-10 single upgraded guest rooms for 2 nights, all non-smoking.
No special needs or meeting space needed.
Transportation: Limousine service to and from the airport. Car service to and from court house and law
office
Needs behind needs:
1. Express check-in
2. Tray of fruit, cheeses, champagne/wine upon arrival (4pm
3. Reservations are Il Mulino (private room if possible - 20)
Max
Point Yes
Opening Criteria
PROPER GREETING -- Name Clearly Provided
TONE/Attitude Overall Positive:
Courteous and Friendly
Helpful & Enthusiastic, Awarded at 65%+
Smile in Voice
Rude
Rushed
NAME REFERRAL: Refers to Caller by Name Several Times (3+) During Call.
AGENDA PROPOSED TO CALLER: (1. "I'd like to ask questions to understand your
needs."
"So I can tell you specific things about our hotel to help make this event a big success."
CALLER ACCEPTANCE OF AGENDA OBTAINED: ("How does this sound to you?"
"Does this meet with your approval?" "Is this okay with your time?")
Section Totals:
Opening Criteria Summary
N/A Score
5
9
1
1
1
-5
-1
2
2
5
9
1
1
1
2
2
2
2
25
2
2
25
"Good morning thank you for calling Acqualina Resort and Spa, this is Bertha. How may I help you?"
Caller told you she needed 8-10 rooms for a group coming in from London. She offered you her company
name.
"I really appreciate your call and what I will do now is take a few minutes to ask you some questions so I can
understand your needs better. Then I will tell you what our hotel has to offer. Is this okay?" Call said yes.
You moved to Probing.
RECOMMENDATIONS:
*EXCELLENT SKILLS DEMONSTRATED: You opened with a proper greeting, a great tone of voice and
attitude. You also had smile in your voice. You referred to the caller by name, proposed an agenda and asked
for acceptance.
Max
Point Yes
Probing Criteria
BASIC NEEDS UNCOVEREDThrough Manager's Closed-Ending Questioning in
Following Areas:
Type of Event
Guest Rooms (Dates, #, Types, ADA)
OBTAINS TRANSPORTATION NEEDS
Arrival, parking needs, baggage needs
OBTAINS RESERVATION NEEDS
Method, payment, decision maker
OBTAINS MEETING NEEDS
Dates, times, #, set up, breaks
OBTAINS CATERING NEEDS
Dates, times, # guests, F/B agenda
OPEN PROBES 2 Uncover needs behind
Open Probe #1
Open Probe #2 (Specific to planner)
BUDGET (Rooms, rental space, catering)
COMPETITION identified with names
ASKS A FINAL PROBE - anything else
Section Totals:
5
N/A Score
5
5
5
5
5
25
5
5
5
20
Probing Criteria Summary
You asked caller for her address, name, preferred dates, alternative dates, room types, # of rooms, method of
reserving, method of payment, decision maker, meeting needs, catering needs, transportation needs, parking
needs and estimated arrival time.
Caller asked is there was a way to get the guests checked in without them having to wait at the front desk.
You told caller there was express check in.
You asked if this type of event had held before. "Where there any areas where you had stayed before that you
may want to change or want different?"
1. Express check in
2. Fruit and cheese tray with champagne/wine upon check in
You asked how the caller had heard about the hotel and competition.
"From your point of view the most important things are express check -in, fruit/cheese tray and?" Caller
said yes and asked about reservations at Il Mulino for 20 with private seating. (Bertha, specifically ask if
there is anything important to the caller as the planner of the event.)
You asked about caller's budget and moved to Supporting.
RECOMMENDATIONS:
*You obtained the caller's Basic needs including guest rooms, transportation, reservation method, meeting
space and catering needs, used open probes to gather information, uncovered the caller's budget and
competition hotels.
*FINAL PROBE -- Before leaving the probing step to enter the supporting step, make sure you have
DRAINED the caller of all available information. Ask, "Is there anything else that is important to you?" You
may need to ask this question several times to verify you have all available data. NOW enter supporting -- you
have adequate information to do a TARGETED, THOROUGH job of the support step.
Max
Point Yes
Supporting Criteria
Waits to Support until needs understood
ACKNOWLEDGE needs (detailed repeat)
Describes GENERAL features
Describes TARGETED features
RATES/AVAILABILITY offered
ACCEPTANCE asked throughout call
5
5
3
5
2
5
Section Totals:
N/A Score
5
5
2
25
12
Supporting Criteria Summary
You repeated back the # of rooms, dates and room types. You told caller about the rooms to include size, bed
types and views. You told caller you had availability and could arrange transportation via Ocean Drive
Limousines and there is also a house car available to the guests. Fruit and cheese is available to all guests
upon check in and Il Mulino does have a private dining room that holds up to 20 people. (Bertha, be sure to
offer general features about the hotel as well. Ask for the caller's acceptance of the features offered. "How
does this sound?, Is this what you are looking for?")
You asked the caller to hold while you checked on the rates. You returned and thanked for holding. You told
caller that the rooms were limited and at premium rates. You offered a rate of $850.00 for the 5th and 6th,
$475.00 for the 7th.
You moved to Closing.
RECOMMENDATIONS:
*Begin your support step ONLY AFTER YOU HAVE DRAINED THE PROPSPECTIVE CLIENT OF ALL
HIS/HER HOTEL NEEDS AND NEEDS BEHIND THE NEEDS! You can verify you have MOST of the
information with the question, "Is there anything else you will need or that is important to you?" and the
caller replies “no”.
*Be sure to describe other relevant features and benefits BEFORE the price quote -- this adds VALUE.
*CHECK FOR ACCEPTANCE following each feature (make it a dialogue with your customer – not a
monologue – so ask acceptance following each feature described. Ask it in different ways such as, "How does
this sound to you?" “Is this what you were talking about needing earlier?” “Is this pretty much what you
were looking for?” This elicits from your customer "buying signals" or additional questions that you can
address immediately.
Max
Point Yes
Closing Critieria
TRANSITIONAL: "We have your preferred dates for guest rooms and meeting/banquet
space, the rate meets your needs, and I do believe you like what you hear, so . . .
2
N/A Score
CLOSURE at the Appropriate Time with a Closed-Ended YES or NO Request to Hold
Space, (Continuation of Question Above, ". . . May I Hold These Arrangements for
You?"
OBJECTION(S) STEPS: Probes to Understand Caller's REASON for Objection. Then,
One or More of Following Applied.
States Limited Availability Status
HOLD SPACE TENTATIVELY Until The Final Decision Is Made. (Get Off The Phone
W/An Agreement.)
PRESENT MORE Features & Benefits to Overcome Objection(s). (Get Off The
Phone W/An Agreement).
ANYTHING ELSE? Ask Caller, " Is There Anything I Failed To Tell You About Our
Hotel and Area to Assist You In Your Decision?" (Get Off The Phone W/An Agreement).
ATTEMPTS TO CLOSE A 2ND TIME: Present Objection Statement then add: "So,
May I Go Ahead and Hold This Pending Your Decision?"
NEXT STEP Proposed for Manager and Customer. (This Step Needs to be SPECIFIC
(SET BEFORE THE DECISION DATE) with Dates & Times Clearly Established).
REPEAT DATES & RATES to Verify and Assure Caller You Have The Correct
Information; Also This Assures There are "No Surprises" When the Agreement Is
Received).
CLEAR CLOSING Ending With The Customer's Name. (It's been a pleasure talking
with you, and we look forward to hosting your group at our hotel, Ms. Smith."
Section Totals:
7
7
5
5
3
4
2
2
25
3
15
Closing Critieria Summary
"Would you like me to hold this group block for you?" Caller told you no she wanted to speak with the
London representative and asked if you could speak with her as well. Caller told you she would call next
week and then call you back when you returned the week of the 17th.
You offered to hold the rooms so they were not lost and then speak again during the week of the 17th. Caller
said okay. You obtained caller's email address and phone number.
You told caller you would send her a proposal and hold the rooms until the 19th. Caller said okay. (Be sure
to set up a specific date and time to follow up.)
You thanked the caller for hold and asked if there was anything else she needed. Caller said no.
"Thank you so much for calling. Have a fantastic day." Call ended.
RECOMMENDATIONS:
*You asked for the sale, offered an objection and asked for the sale again. Great job!!
* Use a "Transitional Statement" right before you ask for the sale and right AFTER the rate quote. Example:
"We have your preferred dates for guest rooms and meeting/banquet space, the rate meets your needs, and I
do believe you like what you hear, so . . .
*ALWAYS establish CLEARLY establish your "next step" with the caller. Establish EXACTLY when the
decision will be made and by whom. Position your call-back to the prospect a few hours prior to the decision
meeting…don’t wait for caller to contact you. Establish this date/time and repeat it to the caller for clarity as
you place this information into your daytimer for your follow up phone call to book.
*Be sure to REPEAT THE ARRANGEMENTS. In step 4, repeating arrangements means you want to repeat
enough information to include dates, events and RATES and room types – so when the caller receives the
agreement, there are NO SURPRISES!!!!
*ALWAYS CLOSE USING THE CALLER'S NAME -- this leaves a lasting, positive impression and continues
the rapport (trust) building step needed to create a partnership with the caller.
Overall Summary:
Possible Points: 100
Score: 72
Conversion: No
Total Uncaptured Revenue: $21,750.00
CALL COMPLETED ON: 11-7-08
START TIME: 6:40amMT
END TIME: 6:54amMT
CALL LENGTH: 13mins 43sec
HOLD TIME: 36 seconds TOTAL TIME WITH CALLER: 13mins 7sec
RATES: $850.00 January 5th and 6th
$475.00 January 7th

Bertha Vargas - Hotel Shopping Network

Transcripción

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